Hello,

The agents performance summary views provides different average metrics but nothing about the alert time. Is it possible to have an indicator about the average alerting time (or average speed of answer) per agent? Did i miss it in the documentation?

Thanks in advance for your hints,

Erik

Hello Erik,

I think what you are looking for is the Max/Min/Total Alert metric. Unfortunately we do not have an Average measure for this, but with the available data it should be possible to compute for it externally.

Metrics definition list for common reference > https://help.mypurecloud.com/articles/metric-definitions/